ComplaintsforSophia's Bridal, Tux & Prom

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a veil the one I wanted they forgot to order, then I was told the one my daughter wanted to purchase wouldnt be in in time, order another, before it came in, changed my mind, notified them, also to ask for a return, realizing I would probably have to pay restock fee. They dont wish to return any of my money. I feel this is purely unjust, wouldnt even let me exchange it for anything in the store! Says if you do it within 30 days you can get a return or exchange?

  Business response

  08/29/2023

  I completely understand the frustration a bride feels as their wedding approaches, and I am sorry that this situation isn't what they hoped.  At the brides original appointment, she purchased a dress, and decided NOT to purchase a veil. It was not included on her original receipt, and she made multiple payments, which she was always given a copy of her receipt to again state that the payments were completely going towards the purchase of a dress only.  The veil was not forgotten to order, it was purely not ordered at the request of the bride, as she decided to order only the dress originally.  

  When her dress arrived, the bride decided to order the veil then.  We were able to rush a veil quickly so it would come in time (all of our items are made to order and these do not come in stock).  At this time she did again sign a sales agreement stating that all sales are final, no returns or refunds are allowed.  Again, because these items are ordered and made individually, the designers do not allow any sort of returns.  I have attached the sales agreement including her signature.  There has never been any 30 day policy.  

  I have a lot of empathy for the situation and have offered the bride the ability to exchange it for something else in the store, or use as a store credit towards accessories, tuxedos, etc.  Despite the sales agreement.  We of course want all of our customers to be happy and excited about their whole experience at ******'s, but we do have to stick to our agreements based on our designers contracts and expectations.  

  Thank you.

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